Terence Selvaraj
Accounts Receivable, OTC Manager II
Bangalore
Summary
Dynamic management professional committed to excellence across diverse sectors, leveraging a proactive approach and positive attitude to drive organizational success. Passionate about utilizing extensive knowledge and skills to meet and exceed goals while fostering an environment of collaboration and innovation. Dedicated to continuous improvement and achieving strategic objectives, ensuring alignment with the organization's overall vision. A results-oriented mindset combined with strong leadership capabilities positions this professional to contribute effectively to team success.
Overview
18
18
years of professional experience
Work History
Manager 2, Order to Cash E2E AR
Dell Technologies
01.2024 - Current
- Managing a 20-member team that handles Enterprise and Global Alliance strategic customers.
- Drive a portfolio size of $5 billion, spread across 5,000 customers in the North America region.
- Ensure high-quality invoicing and collection procedures that comply with the organizational goals.
- Manage the planning, strategic goals, and objectives of both the accounts receivable and cash applications departments.
- Responsible for driving customer outcomes through a positive customer experience in OTC processes.
- Establish and track key metrics of business flow in regard to Order to Cash.
- Decision-making in regard to bad debt write-off and third-party collections.
- Develops and manages reports on AR performance of weekly financial forecasts and month, quarter, and year-end financial reporting.
- Led end-to-end order management processes, enhancing cash collection efficiency and reducing order cycle times.
- Collaborated with cross-functional teams to implement process improvements, resulting in streamlined workflows and increased customer satisfaction.
- Developed and maintained key performance indicators, ensuring compliance with company policies and driving accountability across departments.
- Mentored junior staff in order processing techniques, fostering a collaborative environment and improving overall team performance.
- Analyzed accounts receivable data to identify trends, enabling proactive measures that minimized outstanding receivables and improved cash flow.
- Spearheaded training initiatives for new employees, enhancing their understanding of order-to-cash processes and reducing onboarding time.
- Facilitated regular meetings with stakeholders to review performance metrics, align on strategic objectives, and drive continuous improvement.
- Utilized advanced ERP systems to monitor order statuses and resolve discrepancies, ensuring timely delivery and adherence to service level agreements.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Advisor, Order to Cash, E2E AR
Dell Technologies
03.2021 - 12.2023
- Managed a team of seven new employees, responsible for onboarding, training, and their direct deliverables.
- Portfolio size of $1 billion, with over 300 customers, and 20,000 transactions.
- Responsibility for the E2E OTC process of strategic global accounts.
- To ensure upstream process fixes and avoid invoices falling into the past due bucket.
- Reduction in bad debts provisioning and DSO numbers - year over year.
- Weekly cadence with customers and sales to analyze the challenges in the OTC process.
- Reporting and mentoring the overall portfolio of all the global accounts in the U.S. and Canada region.
- Cash applications, bank reconciliations, and refunds in SAP and Oracle environments.
- Streamlined end-to-end order processing workflows, improving accuracy and reducing cycle times for accounts receivable operations.
- Led initiatives to enhance customer invoicing procedures, resulting in improved cash flow and customer satisfaction.
- Mentored junior team members in order management systems, fostering skill development and enhancing team efficiency.
- Implemented best practices in credit management, minimizing risk and ensuring compliance with financial policies.
Advisor, Global Customer Advocacy, OTC
Dell Technologies
01.2019 - 02.2021
- Portfolio size of $700 million, with over 500 customer accounts, and 40,000 transactions.
- Responsible for the complete OTC process for all four regions of strategic customers.
- Projects on reducing the past dues and improving the overall health of the portfolio.
- Advisor for the new deals: To ensure the B2B portal's smooth functionality.
- Key player in the deployment of Ariba onboarding in the Europe region for 24 strategic customers.
- Key player in implementing invoicing automation for two strategic customers and saved three resources for the BU.
- Directly responsible for five team members, right from handling their interviews and deliverables.
- Led cross-functional teams to enhance customer advocacy strategies, resulting in improved client satisfaction and retention rates.
- Developed and implemented customer feedback programs, effectively capturing insights to drive product improvements and service enhancements.
- Analyzed customer data and trends to identify key advocacy opportunities, facilitating proactive engagement and support initiatives.
- Collaborated with sales and marketing teams to align customer advocacy efforts with strategic business objectives, boosting brand loyalty.
Senior Analyst, Credit and collections
Dell Technologies
10.2016 - 12.2018
- Handled KAM (Key Account Management) customers.
- SME for a team of 23, for all the O2C-related queries, including cash applications.
- SPOC for all the queries related to maintenance renewals and consulting services LOB.
- I was involved in all the strategy and team goal decision meetings with leaders.
- Proxy for all the team manager approvals in her absence, including team member leaves.
- Involved in interviewing and recruiting new team members for the U.S. Invoicing, Collections, and Cash team.
- Analyzed credit data and financial statements to assess risk, enhancing decision-making processes for credit approvals.
- Led initiatives to streamline collections processes, resulting in improved recovery rates and reduced outstanding balances.
- Developed and implemented data-driven strategies to optimize account management, fostering stronger customer relationships and compliance.
- Mentored junior analysts in credit evaluation techniques, enhancing team performance and knowledge sharing within the department.
- Utilized advanced analytics tools to identify trends in payment behaviors, informing strategic adjustments to collection practices.
- Managed high-volume accounts, employing proactive communication strategies to mitigate risk and enhance customer satisfaction.
- Conducted regular audits of credit policies and procedures, ensuring adherence to regulatory standards and alignment with best practices.
Snr. Specialist, Dispute Resolutions management Team
Dell Technologies
04.2014 - 09.2016
- Pod lead for a team of six to identify and resolve all the disputes in their portfolio.
- To ensure the invoices do not cross the 30+ delinquent bucket.
- Project lead to ensure all the invoices for the entirety of North America were delivered within the SLA of 48 hours.
- Weekly calls with the cash application team to reduce the open cash items.
- SPOC for all the Credit and Re-Invoice (CRI) orders, and a committee member for process development to reduce the Credit and Re-Invoice.
- Led cross-functional teams to resolve complex disputes, significantly improving response times and customer satisfaction across departments.
- Developed and implemented strategic dispute resolution processes, enhancing operational efficiency and reducing resolution times by streamlining workflows.
- Analyzed dispute trends using advanced data analytics tools, providing actionable insights that informed policy changes and improved customer engagement.
- Mentored junior team members on best practices in dispute resolution, fostering a collaborative environment that improved team performance.
- Collaborated with legal and compliance teams to ensure all dispute resolutions adhered to regulatory standards, minimizing potential risks for the organization.
- Championed the integration of customer feedback into dispute resolution strategies, driving continuous improvement and aligning services with client expectations.
Collections Specialist III
Dell Technologies
08.2011 - 03.2014
- Maintained a smooth functioning of the credit and collection portfolio, providing responsive, process-effective services to internal and external customers in the North America region.
- Initiated pre-delinquency activity and was responsible for the collection of receivables using established collection procedures and advanced collections modules (Omega, SAP, Get Paid, SFDC, and Oracle 11i).
- Weekly calls with the line of business to understand issues and provide resolutions to reduce the credit memo, rebill, and various queries.
- Identified and resolved issues affecting the payment and reconciliation of payments received from the customer.
- Scheduled weekly or fortnightly calls with various stakeholders to ensure that the pending invoices are minimized globally, at any given point in time.
- Founder of the Dispute Resolution Team, which handled complex queries and scenarios, and assisted a team of 23 members to resolve issues faster and provide exceptional customer service.
- Specialist in reconciling multifarious, complex accounts in terms of the satisfaction of external and internal customers.
- Specialist in handling multidimensional customers with utmost cautiousness, not to disrupt the relationship, and also to collect the receivables on time.
- Training new joiners and being effusively responsible for their deliverables until they are ready to independently handle the portfolios.
- Involvement in various process-upgrading projects to fix the upstream process for O2C.
- SPOC for all queries regarding projects and professional services.
- Streamlined collections processes, enhancing cash flow management and reducing aging receivables by implementing effective follow-up strategies.
- Analyzed account discrepancies and resolved complex payment issues, resulting in improved customer satisfaction and retention rates.
- Led training sessions for new team members on collections best practices, fostering a collaborative and knowledgeable work environment.
- Developed and maintained comprehensive reporting systems to track collections metrics, enabling informed decision-making and strategy adjustments.
- Collaborated with cross-functional teams to identify root causes of payment delays, driving process improvements that enhanced operational efficiency.
- Conducted thorough credit assessments for new accounts, mitigating financial risk and ensuring compliance with company policies.
- Managed high-volume collections for a diverse portfolio, maintaining strong relationships with clients while achieving monthly collection targets.
Senior Analyst, Credit and Collections
Oracle Corporation
03.2008 - 07.2011
- Responsible for preparing dashboards and performance reports for the team, week/month/year ending reports for the executive management, and generating multiple reports related to customer accounts.
- Weekly reviews with the team regarding targets and aging reduction.
- Responsible for training the new analysts and currently mentoring a team of four members, responsible for their deliverables and performance.
- SPOC for the sales and LOB regarding all the process-related queries.
- Perform a credit assessment of corporations through financial statements, review ratio analysis, business and payment history analysis, and review credit reports such as Dun & Bradstreet and One Source reports.
- Assign credit limits to customers, monitor, and, if needed, revise them at regular intervals.
- Review extended payment term requests, both transactional and in the Master Order Agreement, and approve or decline as deemed appropriate.
- Implement management policies and directives.
- Perform special projects as assigned by management, and undertake a project on Oracle R12 - updating the software version. Worked on the test environment, identifying drawbacks, recording, and reporting an issue resolution.
- Developed and implemented credit risk assessment models, enhancing accuracy and efficiency in collection strategies.
- Led cross-functional teams to streamline collections processes, significantly reducing overdue accounts and improving cash flow.
- Analyzed credit data and payment histories to identify trends, enabling proactive risk management and strategic decision-making.
- Trained and mentored junior analysts, fostering a collaborative environment that improved team performance and productivity.
Technical support representative
Xora software solutions
05.2007 - 09.2007
- Handled inbound calls and catered to the needs of the U.S. customers.
- Helped customers in mobile resource management.
- Handled emails and chat messages from customers, and troubleshot according to their needs.
- Troubleshooting all power source mobile devices, including BlackBerry and Black Box, for the customers.
- Tracking the employees of the clients online.
- Provided comprehensive technical support to clients, resolving issues efficiently and enhancing overall user satisfaction.
- Led troubleshooting sessions utilizing remote desktop tools, resulting in quicker resolution times and improved client feedback.
- Developed and maintained knowledge base articles, streamlining support processes and enabling team members to access critical information.
- Collaborated with cross-functional teams to identify software bugs, contributing to product enhancements and improved user experience.
Education
MBA - Finance - Pursuing
ICFAI
Bangalore06-2026
Commerce And Accounts
Bharathiyar University
Coimbatore 05.2001 -
Skills
SAP ERP
undefinedAccomplishments
- Certification on 'G-Force' and 'Rising Leader at Dell' programs.
- Received multiple Inspire award (Game Changer, Delight & Bravo) for various successful OTC projects.
- Received Two Silver & Seven Bronze awards for overachieving all the qtly targets in EMC Corporation.
- Received four Clause of Applause for assisting the team to meet their targets in EMC Corporation.
- Received Customer championship award for going the extra mile to serve the Federal customer in EMC Corporation.
- Dell Champion award for Project Balboa, Dispute Team which saved $1.3mn in a Quarter.
- Achieved the YAR (You are recognized) award six times in Oracle for over exceeding my targets, exceptional Customer service & also teamwork.
Personal Information
- Date of Birth: 08-08-1980
- Gender: Male
- Nationality: Indian
- Marital Status: Married
References
Available on request.
Timeline
Manager 2, Order to Cash E2E AR
Dell Technologies
01.2024 - Current
Advisor, Order to Cash, E2E AR
Dell Technologies
03.2021 - 12.2023
Advisor, Global Customer Advocacy, OTC
Dell Technologies
01.2019 - 02.2021
Senior Analyst, Credit and collections
Dell Technologies
10.2016 - 12.2018
Snr. Specialist, Dispute Resolutions management Team
Dell Technologies
04.2014 - 09.2016
Collections Specialist III
Dell Technologies
08.2011 - 03.2014
Senior Analyst, Credit and Collections
Oracle Corporation
03.2008 - 07.2011
Technical support representative
Xora software solutions
05.2007 - 09.2007
Commerce And Accounts
Bharathiyar University
05.2001 -
MBA - Finance - Pursuing
ICFAI